Service & Engagement Team Leader

Target • Parma, OH

6d • $22 - $37 • Onsite

About The Position

The Service & Engagement Team Leader leads a team of Guest Advocates, Service Advocates, and Front of Store Attendants to deliver a welcoming, efficient, and high-quality guest experience across in-store and digital services. The role supports guest loyalty, service recovery, pick-up and drive-up operations, and sales goals while maintaining service, cleanliness, safety, security, and compliance standards. The position also involves planning daily and weekly workload, developing and coaching team members, and occasionally assuming store-level leadership-on-duty responsibilities based on store needs.

This is a full-time role, though hours are not guaranteed to reach 40 each week and may fluctuate according to business needs. The schedule is variable and may include nights, weekends, holidays, closing shifts, and peak shopping times. The role is physically active and may involve lifting or moving merchandise up to 44 pounds, climbing ladders, remaining mobile throughout a shift, and working in varying temperatures and other elements when performing duties such as Drive-Up or carryout.

Requirements

• High school diploma or equivalent.
• Must be at least 18 years of age.
• Ability to lead and hold others accountable.
• Ability to communicate using multiple-frequency devices and operate handheld scanners and other technology equipment as directed.
• Ability to work independently and as part of a team.
• Ability to manage workload and prioritize tasks independently and with a team.
• Welcoming and helpful attitude toward guests and team members.
• Effective communication skills.
• Ability to remain focused and composed in a fast-paced environment and complete multiple tasks within established timeframes.
• Ability to access all areas of the building to respond to guest or team member issues.
• Ability to interpret instructions, reports, and information.
• Ability to accurately handle cash register operations and cash transactions, and oversee cash office processes as needed.
• Ability to scan, handle, and move merchandise efficiently and safely, including frequently lifting or moving up to 44 pounds without additional assistance.
• Ability to climb up and down ladders as needed.
• Flexible schedule availability, including nights, weekends, and holidays, and reliable, prompt attendance.
• Ability to work in varying temperatures, humidity, and other elements while performing certain duties, including Drive-Up and carryout.
• Ability to remain mobile for the duration of a scheduled shift; shift length may vary.

Nice To Haves

• Previous retail experience is preferred but not required.

Responsibilities

• Consistently deliver guest experience commitments to create an easy, inspiring, and friendly guest experience.
• Ensure team members understand, are trained in, and consistently deliver Target's guest experience commitments and operating practices.
• Observe team performance, provide feedback, hold team members accountable, and recognize strong guest-service behaviors.
• Review guest, financial, and team outcome metrics; identify opportunities and take action to improve results and guest experience.
• Lead Guest Advocates, Service Advocates, and Front of Store Attendants in reducing wait times and delivering friendly interactions, quality service, effective resolution, loyalty, and cleanliness.
• Lead onboarding and learning best practices, and address skill gaps through development, coaching, and team interactions.
• Use sales goals, business reporting, and guest insights to plan and execute daily and weekly workload and address opportunities throughout the day.
• Support Target Loyalty Programs and ensure team members can educate guests about benefits, features, and offerings.
• Follow up on training completion, check understanding, and support ongoing education for front-of-store experiences.
• Engage in development conversations with team members with guidance from the direct leader.
• Recognize and appreciate team members to reinforce guest-service behaviors and promote a positive, guest-centric culture.
• Help lead accountability and performance management through clear expectations, listening, observing, recognizing, and coaching.
• Respond promptly to guest concerns, de-escalate situations, and support team members in resolving issues.
• Keep team members informed about upcoming major promotions, brand launches, and events.
• Evaluate candidates for open positions and develop a guest-centric team as directed by the direct leader.
• Support efficient and accurate pick-up and drive-up orders, including drive-up returns and Starbucks, while following applicable adult beverage laws; support guest services as needed.
• Model ethical conduct and compliance, and hold the team accountable to those standards.
• Lead safety practices by modeling and recognizing safe behaviors, identifying and correcting hazards, supporting incident response, and reporting and investigating injuries accurately and promptly.
• Model physical security processes and support merchandise protection strategies, including ordering, storage, and application as directed by best practices.
• When applicable as a key carrier, follow safe and secure training and processes.
• Occasionally assume store-level leadership-on-duty responsibilities during assigned shifts based on store needs.
• Address store emergency and compliance needs.
• Perform other duties based on business needs.

Benefits

• Eligible team members and their dependents may receive comprehensive health benefits and programs, which may include medical, vision, dental, and life insurance.
• 401(k).
• Employee discount.
• Short-term disability.
• Long-term disability.
• Paid sick leave.
• Paid national holidays.
• Paid vacation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED